Integrated Student Services Counselor I

About the role

Embry-Riddle Aeronautical University is seeking an Integrated Student Services Counselor to support and empower students throughout their academic journey at the Daytona Beach campus. In this student service role, the counselor will provide comprehensive, student-centered guidance in areas such as financial wellness, academic policies, degree planning, and overall student success. Serving as a trusted advisor, the successful candidate will collaborate with faculty, staff, and university departments to help students navigate challenges, achieve their educational goals, and remain engaged in the university community. This position requires a commitment to exceptional customer service, proactive problem-solving, and fostering a positive student experience in a fast-paced higher education environment. For nearly 100 years, Embry-Riddle has been the world's leading aviation and aerospace university, educating more than 30,000 students across residential campuses in Daytona Beach, Florida, and Prescott, Arizona, as well as through a global network of Worldwide locations and online programs. With more than 165,000 alumni around the world, our impact reaches every corner of the aerospace, aviation, defense and technology industries. Today, our faculty, researchers and professiona l staff are advancing innovation across aviation, space, artificial intelligence, cybersecurity, autonomous systems and next-generation engineering. Working alongside industry leaders, government agencies and innovators, they are solving real-world challenges and shaping the technologies that will define tomorrow. Whether you are an educator, researcher, administrator, technologist or industry professional, your work at Embry-Riddle will contribute to something bigger than a job. Join a community driven by discovery, purpose and excellence-and help shape the future of aerospace. About the department (if applicable, check employee resources for the ones we do have already) Perks Await You at Embry-Riddle! Generous Time Off: Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day. Tuition Coverage: Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26. Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution - with no vesting period. Personal Leave: Relax with 12 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.

Responsibilities

• Provide front-line support to students through walk-in visits and email communications at the ERNIE Central office. Address concerns proactively, implement effective resolutions, and monitor cases to ensure appropriate follow-up.
• Foster collaborative relationships with representatives from Student Financial Services, Financial Aid, the Office of the Registrar, and other campus departments to resolve student concerns and identify opportunities for process improvement.
• Partner with academic advisors and university colleagues to coordinate solutions for enrollment-related issues and support student success.
• Manage and resolve escalated student concerns in collaboration with student services leadership and campus partners.
• Deliver exceptional customer service by adhering to established best practices and maintaining a student-centered approach.
• Serve as a subject matter expert for Integrated Student Services initiatives, projects, and process enhancements.
• Ensure all communications are timely, accurate, consistent, and professional while meeting the needs of students and other stakeholders.
• Safeguard the confidentiality and security of student records and supporting documentation, including medical, tax, and unemployment records, in compliance with FERPA and HIPAA regulations.
• Analyze operational metrics to identify trends, recurring challenges, and opportunities for improvement at both the departmental and cross-functional levels.
• Maintain proficiency in university-approved systems and technologies to support secure, effective inbound and outbound communications.

Requirements

• Bachelor's degree required; an equivalent combination of education and relevant experience may be considered.
• Minimum of one to three years of experience in student services, higher education administration, customer service, advising, financial aid, enrollment management, or a related field.
• Demonstrated ability to provide exceptional customer service while managing complex student inq

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